Customer Support Specialist

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Applause

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11 - 50 employees

Finally, employee engagement software that works.

📋 Description

• Manage inbound support tickets via email, chat, and other channels • Resolve issues quickly and thoroughly with a friendly, professional tone • Maintain a 98%+ CSAT rating • Initial response to new client messages within 3 minutes (first response time) • Resolve most tickets in under 4 hours (time to resolution) • Become a product expert and use that knowledge to troubleshoot effectively • Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business) • Document solutions and contribute to internal knowledge base

🎯 Requirements

• 3+ years of customer support experience at a B2B SaaS company • Excellent written English and communication skills • History of meeting or exceeding support KPIs • Extremely organized, with strong attention to detail • Ability to multitask and manage dozens of concurrent tickets • Reliable internet connection (50+ Mbps, no latency issues) • Highly effective working remotely • Familiarity with tools like Zendesk, Intercom, Slack, and HubSpot is a plus

🏖️ Benefits

• Amazing colleagues • Energetic culture that is positive and celebrates together • Inspiring mission & software product • Ability to grow your career in a fast-growing tech startup